Director of Patient Experience and Stakeholder Management

Transcription

1 HAMPSHIRE PARTNERSHIP NHS FOUNDATION TRUST Director of Patient Experience and Stakeholder Management JOB DESCRIPTION Job Title: Band: Location Reports to: Accountable to: Hours Director of Patient Experience and Stakeholder Management 8d Tatchbury Mount Director of Nursing & Operational Services Chief Executive Officer Full Time Job Summary To be the Director of Patient Experience & Stakeholder Services with responsibility for: 1. Providing leadership and management to the Trust Communications, Spiritualism, Equality and Diversity, Patient Experience and Stakeholder Engagement Teams. 2. Supporting Executive Directors to ensure compliance with the various contractual and regulatory requirements such as the Care Quality Commission, Monitor, National Patient Safety Association. 3. Work closely with the Trust s external and internal auditors and Clinical Audit Team to ensure audits coordinated and acted upon. 4. Responsible for budgetary management to ensure that budgets are maintained within budget allocation. 5. Providing leadership to ensure that these Services provide creative, innovative and effective support to the Service Directorates and Trust as a whole governance service for the Trust, encompassing a range of work programmes for the following areas:- Patient experience and safety. Compliance with national and Trust governance requirements. Equality and Diversity. The Patient and Public Involvement Programme including the Patient Advice and Liaison Service (PALS) and complaints. Spirituality and Faith. Internal and external communications. Internal and external stakeholder engagement and management. Reputation management 6. Provide timely reports to the board, FTE and other fora as required. Director of Patient Experience Stakeholder Management - May 2010.doc Page 1 of 6

2 Key Relationships Internal o Executive Directors o Trust Board o Trust Governors o FT Executive o Trust Assurance Committee o Trust Audit Committee o Trust Auditors o Directorate Management Teams o Clinical Directors and Directors of Operations o Directorate Service Boards External o Monitor o Care Quality Commission o Strategic Health Authority o PCT Commissioners o NHS and other Providers o Health Overview and Scrutiny Committees or equivalent bodies o National Patient Safety Agency o Health and Safety Executive o NHS Litigation Authority o Service user and Carer Groups o LiNKS o Unitary and Local Authorities o External and internal Trust auditors ( PWC & Deloittes) Key Responsibilities 1. Provide support to Executive Directors and Service Directorates in the development and implementation of appropriate strategies and work programmes. 2. Support the Executive Directors and Service Directorates in delivering compliance against regulatory bodies within areas of responsibilities. 3. Deputise for senior colleagues as required. 4. Ensure the implementation of an innovative Trust-wide programme of activities to deliver the Trust s quality and governance strategy at corporate and operational levels, ensuring that effective processes and systems are in place. 5. To liaise with Commissioners and other key stakeholders including auditors to ensure compliance with the quality contractual requirements required by the Commissioners. 6. To provide expert advice to, and work with, Executive Directors and Directors of Operations to ensure excellent standards in relation to communications, governance, patient experience, stakeholder management and equality and diversity. 7. To work with the Director of Finance and Commercial Development to ensure the requirements of the auditor s local evaluations are met. 8. Ensure that the Audit and Assurance Committees are provided with timely reports as required. 9. Support Services in ensuring the Trust has an effective clinical effectiveness function and the necessary improvements in clinical services are identified and improvements implemented Director of Patient Experience Stakeholder Management - May 2010.doc Page 2 of 6

3 10. Support the process of development and dissemination of clinical policies and procedures as required. 11. Lead the development and delivery of the Trust s User and Carer Engagement and Involvement Strategy including the development of policies and procedures, ensuring implementation. Manage the Head of Patient Experience & Involvement. 12. Ensure the Trust Communication Strategy is in place and embedded within the Organisation. 13. Lead and manage the spirituality and faith workstream across the Trust ensuring that the religions and spiritual needs of service users are met. 14. Lead the Equality and Diversity agenda within the Trust. Be responsible for ensuring that Equality and Diversity requirements are met throughout the Trust and its culture. 15. Ensure that the patient and user involvement activities are effectively integrated into the Trust s overall governance programme. 16. Provide advice and support to FTE and Trust Board regarding the significance and impact of strong and effective communication internally and externally. Manage the Head of Communications and media. 17. Provide expert advice to the FTE and Trust Board on issues relating to stakeholder and reputation management 18. Lead on the production and delivery of Trust Quality Plans. 19. Lead on the development of a Stakeholder Engagement Strategy and ensure it is embedded within the Organisation. 20. Contribute to developing a culture of internal and external stakeholder engagement being at the heart of all service change and development. Engagement & Patient Experience: 1 Lead an effective strategic approach to the development of patient experience and involvement structures 2 Ensure accessible and good quality information for service users and carers related to services, conditions and treatments. 3 Lead on the development of a variety of effective methods for obtaining service user and carer feedback and views and ensure participation in the National Patient Survey Programme. 4 Lead on the development and evaluation of a high quality Patient Advice and Liaison Service (PALS) 5 Support the patient experience agenda and ensure the development of this across the Trust, working with the Service Directorates. 6 Ensure that the NHS Complaints Procedure is adhered to, to ensure that complaints are acknowledged and thoroughly investigated and responded to. 7 Ensure there is an analysis of complaints, recommending for action those measurers that are necessary to improve/remove causes of complaints, thus ensuring that there is effective learning from complaints throughout the Trust. 8 Provide effective communication with the Chief Executive and Board so they are kept fully informed and involved in the complaints process, as appropriate. Director of Patient Experience Stakeholder Management - May 2010.doc Page 3 of 6

4 9 Develop a system to ensure regular information on Patient, Public Involvement, PALS and Complaints activity is reported to the Assurance Committee and to the Trust Board. 10 Implement systems to support effective learning from experience and ensure this is translated into improved patient experience. 11 Work with Directors of Operations to deliver engagement activities 12 Ensure that patients, the public and key stakeholders are involved in the development of the Trust Strategies and in the development of proposals for service change. Communications & Stakeholder Management 1. To be responsible for the Trust Communications Team, ensuring that there are robust and effective communication arrangements internally and externally. 2. Critically review existing communication and engagement plans, comparing them against best practice and providing strategic advice. 3. Accountable for strengthening collaborative working ensuring successful relationships are established and maintained across the Trust, leading by example to build proactive and meaningful engagement for all sector stakeholders, creating a culture of continuous improvement of provider services and the quality of care. 4. Lead the direction of communications and stakeholder management, providing strategic and operational expertise across the Trust and to achieve strategic objectives and protect the reputation of the NHS across Hampshire. 5. Lead by example in creating and maintaining positive and energetic relationships with key internal and external stakeholders across Hampshire. Management/Supervision 1 Ensure robust management arrangements are in place for staff within areas of responsibility. 2 Ensure all team members have regular appraisals, personal development plans and have in place agreed objectives to reflect the Trust s strategic aims and the directorates function. 3 Ensure all staff undertake the Trust s mandatory training and support their personal and professional development. 4 To be responsible for and undertake recruitment and selection for the Teams. 5 Ensure the appropriate management of annual leave and sick leave within the Services. 6 To support the executive Director posts in relation to the Disciplinary Procedure if required. 7 Ensure appropriate budgetary and resource control for Areas of responsibility. 8 Contribute to the Trust Director on-call rota. 9 Undertake any other responsibilities as required by the Executive Directors in accordance with the grade and nature of the post. Director of Patient Experience Stakeholder Management - May 2010.doc Page 4 of 6

5 Personal Development 1 Undertake responsibility for own personal development. Maintain specialist knowledge on the current trends of health care and corporate governance, with a sound knowledge of relevant legislation. 2 Participate in the Trust appraisal processes. Data Protection Act 1998 Under provision of this Act, it is the responsibility of each member of staff to ensure that all information, held manually or on computerised systems, related to patients, staff or visitors to which he/she has access during the course of their employment is regarded as strictly confidential. Failure to adhere to this instruction will be regarded as serious misconduct and may lead to disciplinary action. Confidentiality The postholder will be in possession of personal details relating to patients, staff and visitors. This information is highly confidential and must not be discussed or divulged to any unauthorised person. Any breach of confidentiality could result in disciplinary action. Health and Safety The postholder is required to carry out his/her duties in such a manner as to comply with the provision of the contract of employment, the Trust s Health and Safety Policy and such other policies and procedures that are from time to time in force. This job description is a summary of the main duties but is not exhaustive. It will be reviewed annually and updated in discussion with the postholder. Objectives will be set annually against which the post holder s performance will be reviewed. The postholder will be required to travel and therefore must be a car owner with a full driving licence. The amount of travel will be variable and at times may be extensive. Director of Patient Experience Stakeholder Management - May 2010.doc Page 5 of 6

6 PATIENT EXPERIENCE AND STAKEHOLDER SERVICES Director Of Nursing and Operational Services Director of Patient Experience and Stakeholder Management Head of Communications & Media Service Improvement Project Manager Head of Patient Experience & Engagement Stakeholder Engagement Team Equality & Diversity Communications Team PALS/Complaint s /patient experience team Admin Project Manager Spirituality & Faith Director of Patient Experience Stakeholder Management - May 2010.doc Page 6 of 6